What Is IT Service Desk?

What is it Service Desk infographic

What Is an IT Service Desk?

In the most basic sense, an IT Service Desk is a support system that businesses can use to manage and resolve IT issues. Service desks are typically used by organizations with large or complex IT infrastructures.

Their primary function is to assist with what’s known as IT service management. This is often abbreviated to the term ITSM. We’ll be using this abbreviation to refer to IT service management throughout the remainder of this article.

To better understand ITSM and the purpose of an IT Service Desk, you’ll also need to understand what’s known as ITIL.

What is the difference between a Service Desk and a Help Desk?

As we’ve explained above, an IT Service Desk is responsible for managing and resolving incidents, as well as providing other support services like change management and request fulfillment.

How do they then differ from a traditional help desks?

Help Desks are only responsible for managing and resolving incidents (tickets) in most cases. They don’t typically use the ITIL framework, and they don’t provide other support services like request fulfillment. They’re also usually only designed to provide customer service support for users. In contrast Service Desk provides a broader range of services and is typically staffed by more experienced IT professionals and usually utilizes the ITIL framework to deliver their services.

Take it from this perspective: the sole aim of a service desk is to assist you with your IT services. It is involved in all aspects of an organization’s information technology.
On the other hand, the concept of a help desk more closely resembles that of a customer service support division.

Help desks, for instance, can enhance your contacts with customers and work with your reception area. Still, a fully ITSM-compliant Service desk serves behind the scenes with your entire information technology infrastructure.

If you’re looking for a more comprehensive IT support solution, then an IT Service Desk is the right choice for your business.

Service Desk vs Help Desk infographic

Why is self-service so crucial for Service Desks?

Good Service Desks should also provide self-service, encouraging users to access resources themselves without representative assistance.

The concept of self-service has never made more sense in ITSM than today. The digital transformation is currently in full swing and is rapidly bringing new information technologies to organizations. Since the needs of end users are continually expanding, it is imperative that IT services be accessible around the clock and in any location, while also being provided in the user’s native language.

Now is an excellent time to take advantage of self-service to improve your organization’s service delivery and improve end users’ experience.

What are the benefits of an Service Desk for companies today?

Now that you know what an IT Service Desk is, it’s important to understand its benefits for companies in today’s business climate. These are numerous, but in particular, include the following:

Connected circles reflecting the life cycles of the service request

Improved Asset Management potential

Service Desk solutions often come with access to more advanced tools that are designed to assist in the tracking and management of IT assets (ITAM). As a consequence of this, they are in a position to provide businesses a bigger degree of asset management possibilities.

This may help organizations save a substantial amount of time and money, in addition to preventing severe problems such as the loss of data.

Asset appraisal is another area where a ITAM integration may help. In the long run, this might be beneficial to a company’s financial planning.

What is it Service Desk infographic

Advanced support and enhanced efficiency

Another benefit of an IT Service Desk is that it can provide expert levels of IT support.

This means that if you have complex IT issues, the Service Desk can provide expert support to resolve them. Then you have a reliable system you rely on, it can improve the support of your company’s IT infrastructure.

This then means that your IT system will become more efficient overall. You’ll have a dedicated system in place to oversee all your IT processes at any one time.

Not only does this improve with tracking, but it can also lead to smarter decision-making in the future.

Arrow right on target infographic

Engagement in data-driven decisions

One significant benefit of an IT Service Desk is that it can help you to make more data-driven decisions. This is because Service Desks collect data on the many incidents that they manage.

This data can be used to identify trends and problems so that they can be fixed before they cause any major disruptions.

Data can also be used to improve processes and procedures so that future incidents can be prevented. By making data-driven decisions, businesses can improve the quality of their IT services and reduce the number of disruptions that they experience.

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Help your business save money and respond quickly

Finally, IT Service Desks can help your business save money in relation to your IT spending. A Service Desk can be used to identify which areas of your IT need improving at any given time.

They can also identify which areas could still survive with less support. This allows you to modify your budgets and your financial approach to your IT system.

Regardless of what you change, IT support team will be able to respond quickly to your IT problems. This is thanks to automated incident responses. Features like these mean that your system will stay protected, and you’ll continue to improve your system as time passes.

Finally, automated support workflows can help you respond faster thanks to their self-service capabilities. Users can access self-service tools on their own, letting representatives and IT staff can focus on other priorities.

These represent merely the core benefits of IT Service Desks for businesses today. There are several others concerning operations, finances, and overall IT performance that means an IT Service Desk is a smart investment in 2022.

How can businesses implement Service Desk?

Now that you know how an IT Service Desk can help you, how do you find the best one?

There’s no easy way to answer that question. Each business has its own needs, but there are now many platforms that can help businesses of all sizes.

The ITSM software you choose will need to be able to meet the specific needs of your business. It should also be easy to use and implement so that you can get up and running quickly.

Once you’ve chosen the right solution, you’ll need to train your staff in how to use it. This training should cover all aspects of the software so that your staff can resolve incidents quickly and efficiently.

Some companies will help you with this stage, but you must always check beforehand.

Finally, you will need to create Service Level Agreements (SLAs) with your Service Desk team. These SLAs will outline the expectations of the Service Desk and how they should be delivered.

Where can you find out more about Service Desks?

At Alloy Software, we provide several dedicated solutions to your IT needs, including our own IT Service Desk software. To find out how we can help you implement the best  Service Desk solution that includes a multilingual self-service portal, automated workflows, Service Catalog and much more please contact our team directly.

Where can you find out more about Service Desks?

At Alloy Software, we provide a variety of specialized solutions to address your organization’s information technology requirements. One of them is our industry-leading IT Service Desk software, which also has IT Asset Management and Network Inventory capabilities.
To find out how we can help you implement the best  Service Desk solution that includes a multilingual self-service portal, automated workflows, Service Catalog and much more please contact our team directly.

The flexibility is endless, this product is capable of doing anything you design. It can output to batch files, automate tasks and digitize forms. The only limitation is your imagination.

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Mike Gates Infrastructure Manager, Ibstock PLC
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It’s been instrumental in the growth and support of our clients. Ease of use, customization and fantastic support – no matter the request – make Alloy invaluable

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Stephen Mullens Managing Director, SNC Solutions

The team has outstanding product knowledge and throughout the process they have always provided me with the right answers.

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Jon HowsonIT Operations Manager, SA Water

I recommend Alloy Software to all my suppliers and clients and feel this is well suited to many companies no matter how large of small.

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Graham HiltonManaging Director, Rivertech Limited

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